Salesforce Accredited Professional Certification AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?

A. Digital Engagement and ISV partner solution
B. Social Customer Service and ISV partner solution
C. Digital Engagement and Social Studio

Question 2

You need to validate data migration accuracy and completeness. Which tool assists with this process?

A. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
B. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
C. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
D. All of the above, offering various methods for comparing and verifying data accuracy after migration.

Question 3

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A. Implementing Apex triggers to validate data integrity before triggering email sending actions.
B. Reviewing email delivery logs and checking for errors or missing data in merged fields.
C. Sending test emails with sample data sets and manually checking for merge field accuracy.
D. Utilizing pre-configured Salesforce test cases for email merge field functionality.

Question 4

You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A. Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
B. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
C. Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

Question 5

The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

A. Utilize custom fields to capture all types of customer information without access restrictions.
B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
C. Implement third-party data encryption solutions for additional security layers.
D. Store all customer data in one field without any segregation or access control mechanisms.

Solutions: